Report Suggestions

[Jan21]

I have been tasked with coming up with reports for the helpdesk to measure things on a regular basis. I wanted to check and see what other helpdesk folks were doing with reports. Any suggestions?

[Bcshay]

Here is what I do for example. I look at high level metrics. I then package it up in a report for our CIO. He then references them at the board meetings as an IT Health check.

Unfortunately reporting is canned. There is no custom reporting which severely limits the data you can get out of it and how you can present it. 

[Jan21]

Thanks for the input.  I will take a look at these.  I agree, reporting is limited.  I am thinking I may have to export information and use excel or something. 

[Bcshay]

Don't forget to make it look pretty with graphs and stuff. 

[Jan21]

You must be exporting the data, so you can graph it?

[Mary Forbes]

Does anyone have any good scorecards they have generated using data exported in excel?  I need to create an IT scorecard and after some data cleanup, want to report number of incidents vs. requests and by technical area and company.  Also want to breakdown the priority levels and report on mean time to resolve.